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Become A Senior Support Analyst

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Working As A Senior Support Analyst

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Updating and Using Relevant Knowledge
  • Communicating with Supervisors, Peers, or Subordinates
  • $86,000

    Average Salary

What Does A Senior Support Analyst Do

Computer support specialists provide help and advice to people and organizations using computer software or equipment. Some, called computer network support specialists, support information technology (IT) employees within their organization. Others, called computer user support specialists, assist non-IT users who are having computer problems.

Duties

Computer network support specialists typically do the following:

  • Test and evaluate existing network systems
  • Perform regular maintenance to ensure that networks operate correctly
  • Troubleshoot local area networks (LANs), wide area networks (WANs), and Internet systems

Computer network support specialists, also called technical support specialists, usually work in their organization’s IT department. They help IT staff analyze, troubleshoot, and evaluate computer network problems. They play an important role in the routine maintenance of their organization’s networks such as performing file backups on the network. Maintenance can be performed daily, weekly, or monthly and is important to an organization’s disaster recovery efforts. Solving an IT problem promptly is important because organizations depend on their network systems. Network support specialists may assist the organization’s computer users through phone, email, or in-person visits. They often work under network and computer systems administrators, who handle more complex tasks.

Computer user support specialists typically do the following:

  • Pay attention to customers’ descriptions of their computer problems
  • Ask customers questions to properly diagnose the problem
  • Walk customers through the recommended problem-solving steps
  • Set up or repair computer equipment and related devices
  • Train users to work with new computer hardware or software, such as printers, word-processing software, and email
  • Provide other team members and managers in the organization with information about what gives customers the most trouble and about other concerns customers have

Computer user support specialists, also called help-desk technicians, usually provide technical help to non-IT computer users. They respond to phone and email requests for help. They can usually help users remotely, but they also may make site visits so that they can solve a problem in person.

Help-desk technicians may solve a range of problems that vary with the industry and the particular firm. Some technicians work for large software companies or for support service firms and must give instructions to business customers on how to use business-specific programs such as an electronic health records program used in hospitals or physicians’ offices. Sometimes they work with other technicians to resolve problems.

Other help-desk technicians work in call centers, answering simpler questions from non-business customers. They may walk customers through basic steps in re-establishing an Internet connection or troubleshooting household IT products such as a Wi-Fi router.

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How To Become A Senior Support Analyst

Because of the wide range of skills used in different computer support jobs, there are many paths into the occupation. A bachelor’s degree is required for some computer support specialist positions, but an associate’s degree or postsecondary classes may be enough for others.

Education

Education requirements for computer support specialists vary. Computer user support specialist jobs require some computer knowledge, but not necessarily a postsecondary degree. Applicants who have taken some computer-related classes are often qualified. For computer network support specialists, many employers accept applicants with an associate’s degree, although some prefer applicants to have a bachelor’s degree.

Large software companies that provide support to business users who buy their products or services often require a bachelor’s degree. Positions that are more technical are likely to require a degree in a field such as computer science, engineering, or information science, but for others, the applicant’s field of study is less important.

To keep up with changes in technology, many computer support specialists continue their education throughout their careers.

Certification

Certification programs are generally offered by vendors or from vendor-neutral certification providers. Certification validates the knowledge of and best practices required by computer support specialists. Companies may require their computer support specialists to hold certifications in the products the companies use.

Advancement

Many computer support specialists advance to other information technology positions, such as network and computer systems administrators and software developers. Some become managers in the computer support services department. Some organizations provide paths for support specialists to move into other parts of the organization, such as sales. For more information, see the profiles on network and computer systems administrators and software developers.

Important Qualities

Customer-service skills. Computer support specialists must be patient and sympathetic. They must often help people who are frustrated with the software or hardware they are trying to use.

Listening skills. Support workers must be able to understand the problems that their customers are describing and know when to ask questions to clarify the situation.

Problem-solving skills. Support workers must identify both simple and complex computer problems, analyze them, and solve them.

Speaking skills. Support workers must describe the solutions to computer problems in a way that a nontechnical person can understand.

Writing skills. Strong writing skills are useful for preparing instructions and email responses for employees and customers, as well as real-time web chat interactions.

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Senior Support Analyst Jobs

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Senior Support Analyst Career Paths

Senior Support Analyst
Project Manager Product Manager
Senior Product Manager
9 Yearsyrs
Project Manager Information Technology Director
Vice President Of Information Technology
12 Yearsyrs
Project Manager
Information Technology Director
10 Yearsyrs
Team Leader Supervisor Manager
Information Technology Manager
7 Yearsyrs
Team Leader Manager Information Technology Manager
Senior Information Technology Manager
10 Yearsyrs
Team Leader Senior Consultant Information Technology Manager
Information Technology Operations Manager
9 Yearsyrs
Senior Business Analyst Information Technology Project Manager
Service Delivery Manager
10 Yearsyrs
Senior Business Analyst Senior Consultant Information Technology Project Manager
Information Technology Infrastructure Manager
11 Yearsyrs
Senior Business Analyst Manager Information Technology Manager
Information Technology Technical Services Manager
9 Yearsyrs
Supervisor Production Manager
Technical Manager
7 Yearsyrs
Supervisor Superintendent Quality Control Manager
Technical Services Manager
7 Yearsyrs
Senior Systems Analyst
Systems Manager
6 Yearsyrs
Senior Systems Analyst Systems Manager
Information Systems Manager
6 Yearsyrs
Senior Systems Analyst Senior Systems Engineer Senior System Administrator
Information Technology Systems Manager
8 Yearsyrs
Senior Consultant Technical Project Manager
Implementation Manager
8 Yearsyrs
Senior Systems Engineer Technical Manager Technical Support Manager
Technical Support Services Manager
6 Yearsyrs
Senior Systems Engineer Senior System Administrator Help Desk Manager
Service Desk Manager
7 Yearsyrs
Senior System Administrator
Information Technology Supervisor, Information Technology
6 Yearsyrs
Senior Support Specialist Support Manager Help Desk Manager
Incident Manager
9 Yearsyrs
Senior Information Technology Specialist Senior Technical Support Specialist Senior Support Technician
Senior Desktop Support Technician
6 Yearsyrs
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Do you work as a Senior Support Analyst?

Help others decide if this is a good career for them

Average Length of Employment
Support Analyst 2.4 years
Top Careers Before Senior Support Analyst
Consultant 6.2%
Supervisor 3.0%
Analyst 2.9%
Top Careers After Senior Support Analyst
Consultant 9.0%

Do you work as a Senior Support Analyst?

Senior Support Analyst Demographics

Gender

Male

63.6%

Female

29.1%

Unknown

7.3%
Ethnicity

White

59.0%

Hispanic or Latino

14.8%

Black or African American

11.9%

Asian

9.8%

Unknown

4.5%
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Foreign Languages Spoken

Spanish

49.0%

Portuguese

14.3%

Mandarin

6.1%

German

6.1%

Russian

6.1%

French

4.1%

Swahili

2.0%

Chinese

2.0%

Catalan

2.0%

Braille

2.0%

Hebrew

2.0%

Arabic

2.0%

Italian

2.0%
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Senior Support Analyst Education

Schools

University of Phoenix

22.2%

University of Maryland - University College

7.2%

DePaul University

6.7%

Capella University

6.1%

Strayer University

5.0%

University of South Florida

3.9%

New York University

3.9%

Pennsylvania State University

3.9%

University of Houston

3.9%

More Tech Institute

3.9%

Drexel University

3.9%

California State University - Fullerton

3.3%

Wake Technical Community College

3.3%

Kaplan University

3.3%

Temple University

3.3%

Webster University

3.3%

Western Governors University

3.3%

Colorado Technical University

3.3%

Bellevue University

3.3%

University of North Carolina at Greensboro

2.8%
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Majors

Business

21.9%

Computer Science

16.3%

Computer Information Systems

11.2%

Information Technology

7.8%

Finance

4.5%

Information Systems

4.2%

Electrical Engineering

3.8%

Management Information Systems

3.7%

Computer Networking

3.2%

Management

2.9%

Accounting

2.9%

Communication

2.7%

Project Management

2.5%

Psychology

2.1%

Marketing

2.1%

Computer Applications

1.8%

Computer Programming

1.7%

Electrical Engineering Technology

1.6%

English

1.6%

Computer Technical Support

1.4%
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Degrees

Bachelors

44.1%

Other

18.6%

Masters

17.8%

Associate

11.8%

Certificate

4.9%

Diploma

1.8%

Doctorate

0.9%
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Job type you want
Full Time
Part Time
Internship
Temporary
Average Yearly Salary
$86,000
View Detailed Salary Report
$67,000
Min 10%
$86,000
Median 50%
$86,000
Median 50%
$86,000
Median 50%
$86,000
Median 50%
$86,000
Median 50%
$86,000
Median 50%
$86,000
Median 50%
$111,000
Max 90%
Best Paying Company
Walmart
Highest Paying City
Foster City, CA
Highest Paying State
Hawaii
Avg Experience Level
3.5 years
How much does a Senior Support Analyst make at top companies?
The national average salary for a Senior Support Analyst in the United States is $86,707 per year or $42 per hour. Those in the bottom 10 percent make under $67,000 a year, and the top 10 percent make over $111,000.

Real Senior Support Analyst Salaries

Job Title Company Location Start Date Salary
Senior Support Analyst Barclays Services Corp. New York, NY Sep 27, 2015 $135,500
Senior Support Analyst Barclays Services Corp New York, NY Jul 23, 2015 $131,500
Associate, Senior Support Analyst Nomura America Services, LLC New York, NY Nov 01, 2016 $131,000 -
$141,000
Associate, Senior Support Analyst Nomura America Services, LLC New York, NY Jul 29, 2013 $126,000 -
$136,000
Senior Support Analyst SG Americas Operational Services, LLC New York, NY Sep 01, 2016 $120,224
Senior Support Analyst SG Americas Operational Services, Inc. New York, NY Sep 01, 2016 $120,224
Senior Support Analyst (Cross Assets) SG Americas Operational Services, Inc. New York, NY Aug 12, 2015 $117,000
Associate, Senior Support Analyst Nomura America Services, LLC New York, NY Sep 21, 2015 $115,000 -
$125,000
Associate, Senior Support Analyst Nomura America Services, LLC New York, NY Aug 08, 2016 $115,000 -
$130,000
Senior Principal Support Analyst Manhattan Associates, Inc. Atlanta, GA Jul 27, 2016 $111,592
Senior Support and System Analyst Guidewire Software, Inc. Foster City, CA May 24, 2016 $111,473 -
$131,473
Senior Support Analyst-SAP OTC Converse, Inc. Boston, MA May 07, 2016 $111,000
Senior Principal Support Analyst, CSO, Scope Manhattan Associates, Inc. Atlanta, GA Apr 27, 2016 $98,547 -
$120,930
SR Principal Support Analyst, CSO, Scope Manhattan Associates, Inc. Atlanta, GA Dec 05, 2016 $98,547 -
$120,930
Senior Principal Support Analyst, CSO, Scope Manhattan Associates, Inc. Atlanta, GA Apr 08, 2016 $98,547 -
$120,930
Senior Support Analyst SVB Financial Group Tempe, AZ Jun 01, 2015 $97,115 -
$110,000
Senior Support Technical Analyst Dimension Data North America Fort Mill, SC Dec 21, 2015 $96,300
SR SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Oct 01, 2014 $95,451
SR. SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Jun 15, 2015 $95,243
SR. SAP Implementation Support Analyst Great-West Life & Annuity Insurance Company Greenwood Village, CO Sep 22, 2015 $95,243
Senior Support Analyst American Institute of Certified Public Accountants Durham, NC Feb 16, 2013 $83,580 -
$93,580
SR. Ecom Support Analyst Academy, Ltd. Katy, TX Sep 09, 2013 $82,500 -
$113,400
Senior Support Analyst Ecomm Websphere Commerce Academy, Ltd. Katy, TX Feb 20, 2015 $82,500 -
$113,400
SR. Ecom Support Analyst Academy, Ltd. Katy, TX Oct 09, 2016 $82,500 -
$113,500
Senior Support Analyst Ecomm Websphere Commerce Academy, Ltd. D/B/A Academy Sports and Outdoors Katy, TX Dec 11, 2015 $82,500 -
$113,400
Senior Support Analyst Sungard Investment Systems LLC Miami, FL Sep 13, 2013 $82,000
Senior Support Analyst Sungard Investment Systems LLC Miami, FL Sep 18, 2014 $82,000
Senior Support Analyst Sungard Investment Systems LLC Miami, FL Aug 01, 2014 $82,000

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Top Skills for A Senior Support Analyst

  1. Technical Support
  2. Customer Service
  3. Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Provided day-to-day technical support for merchandising user interface program, ensuring timely resolution and superior service delivery standards.
  • Supported all six GeoGraphix engineering software applications and provided excellent customer service.
  • Perform in-depth research and creative problem analysis and execute advanced troubleshooting procedures to resolve complex issues.
  • Utilized remote access tool to solve problems Tier I and II technicians were not able to solve verbally.
  • Resolved end-users computer issues ranging from hardware, software, desktop support backup, Blackberry and other wireless support.

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Top 10 Best States for Senior Support Analysts

  1. New York
  2. District of Columbia
  3. Massachusetts
  4. Delaware
  5. New Jersey
  6. Colorado
  7. Connecticut
  8. Minnesota
  9. Virginia
  10. Rhode Island
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Top Senior Support Analyst Employers

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